Back To Customer Value Foundation
Testimonials for Article of the Week
Frank Flaga |
It
was good to hear from you and I enjoy your publications that I've read. I think
you've got the right ideas regarding how to run companies. Best
possible regards, |
S V Ramarathnam |
Your
Creating Value articles have been stimulating and quite to the point. Glad to
note it is getting good recognition. Unfortunately we are swaying away from
this in this country which will have some long term impact. |
AB-Inbevindia Rajiv Sant Director-Business
Development |
I have been following
your posts very eagerly as not only they are valuable but also make me a
proud old colleague as I recall that you also worked with the K K Birla Group aka Chambal when we were setting up
Gautier. Keep up the great work!
Happy to help with whatever you feel I can |
ITC Chand
Das SBU CEO |
Meanwhile I enjoy
reading your articles..... |
Eastern University - Campolo College of Graduate & Professional Studies Alfred D’souza Adjunct
Faculty |
I
am glad your sons are doing well. I
enjoy your articles, and am happy that you have created this great forum for
business education. |
Bry-Air
Asia Pvt. Ltd. Sonali
Dutta Vice
President |
I find the Journal very useful and you have all our support. |
CFCL J S Gogia Vice
President |
At
the outset , please accept my heartiest congratulation for your efforts, you
put in " Customer value Foundation" It is well received by the
Readers.
Lot of material has been published, but prior to this nobody has made
it ' Target Oriented efforts' for customer value management' In fact
it is the base for any organization to succeed in the business' |
Lal
Bahadur Shastri Institute
of Management Prem
Sibbal Head --
Academics |
It is a great feeling to go through your
journal every time. It is my belief that it will go a long way in benefiting
all the stakeholders. Thanks again, |
L&T Insurance Somesh
Surana Deputy
Chief Manager Marketing |
I surely get a lot of insights from your
articles. |
GVP Partners Michael Corcoran Process Improvement and Regulatory Challenges. Data Paradigm Changer |
Gautam, Congratulations on your value management(creation and preservation) education successes. |
Indo-US MIM Tec Manoj
Kabre Vice
President -Marketing |
I
have been recommending and referring your CVF concept to professionals within
my network. I am sure they would contact you. Congratulations on the formal
approval of 'Journal of Creating Value’ - I am a staunch believer of this
concept and philosophy. |
SKG Global Sudip
Goel President
& CEO |
Your articles are indeed informative and
I always look forward to receive these. Frankly, I have been a beneficiary by
your wisdom. |
R Santhanaraj |
Enjoyed reading your write ups and I have
circulated a few to some of my Clients and friends. |
Janusz
Kamieński Executive-Conversation CEO |
Great
points in your article. I can't agree more! |
ITS Institute of Science & Technology Chander
Sabarwal Senior
Professor |
Like
any initiative, training has to be top driven and monitored for results and
up-gradation of skills and performance on a continual basis. Hiring high
class trainers in 5 star hotels is only symbolic ;
until the ground is linked to strategic objectives, competence &
PMS. |
R Srinivasan |
Dear
Gautam, Best regards and Best wishes to you &
the family! Nice
one and well written! The customer-employee message is sound! Companies
send managers to Leadership Training Programmers’ to assuage their own sense
of guilt at not having alternatives to choose from. Trainers have got the
motivations and uncertainties of bosses assessed well. Partly. such a
Leadership Programme compensates for the lack of
mentorship in top management who may be individually capable but do not
necessarily want to create successor alternatives for fear of being
marginalized by manipulative bosses seeking to create more 'obliged'
networks. Leaders who rise to power and then consciously throttle down in
order to coach others are a rarity--they need to have an extraordinary
institutional purpose to go beyond themselves and
pass on the baton in a timely manner. Unfortunately neither shareholder
purpose nor customer purpose has managed to capture their imagination and
raise it to a lofty goal. There are some instances of superordinate
goals as during a freedom movement when people are able to rise beyond the
ordinary(Gandhi, Nehru, Patel) or for a major human value like Abe Lincoln
fighting for equality or Nelson Mandela pressing for peace and reconciliation
rather than revenge after independence. In
more mundane matters such as the commercial world everybody appreciates the
role of the customer but hesitates to accept their irrevocability as it means
humble acceptance. Organisations tend to
perpetuate the status quo that has brought them success so far rather than
reinvent themselves in the face of changing realities/preferences--witness
Clayton Christensen's research on The Innovator's Dilemma---whether
excavators or microprocessors or copiers, Companies made similar errors! Even
Henry Ford thought he could forever sell black cars of a standardized model!
On a Corporate Governance note please notice that entire Boards of Directors who should know better seem stuck in the
rut unable to point towards stagnant customer satisfaction or ineffective
Leadership Development programmers’ or to bring about checks & balances
to save their Titanic organisations from hitting
icebergs! I am struggling
to articulate what
we all sense but still fall short of pinpointing---a road to change for
Leadership--- including the debate of whether leaders are born(&self
evolved)or made .After all circumstances pitch forked an Eisenhower(and not Marshall
who was a first choice) to handle Monty, Patton, Bradley and others in risky
situations where others felt they knew better and had more relevant
experience and were often right--yet it required a
rare temperament like Ike's to string them along together in a common purpose
without ever sounding casual! On
a generic basis of what contributes towards people development, all of us
would vouchsafe for good teachers who shaped us in our youth and made us
think and
act differently. The entire nation would rise if schooling were
to improve and retention were to improve. And likewise with health &
hygiene as Kerala has demonstrated on infant and maternal mortality
parameters. There can be no doubts that all boats would rise if the swell of
customer value were to lift them |
Cornerstone India Consulting Pvt.
Ltd. Vijay S Karkare Managing
Director |
Dear
Gautam, Lot
of interest with our customers of late on Customer Value Creation and CRM.
Look forward to meet when I am in Delhi next on Jan 20-22. Are you in town? Just
purchased following 3 books recommended by you on Amazon. 1) "Value
Merchants", James C. Anderson, Nirmalya Kumar,
James A. Narus, 2007 = really good on value
metrication (it's something of a follow-up to a 1999 book by Anderson and Narus called "Business Market Management" which
is also very good) |
P Jayaram |
Dear
Gautam, |
Terragni
Consulting (P) Ltd Anil Pillai Director |
Great
read, Gautam. Thank
you! Warmest, |
Seminar Testimonials or Go to CVF Testimonials
Crystal Logic Mr
Rahul Mehta Creative
Director |
I
wanted to thank you for the invitation to your conference. Being in the service
industry, I think creating customer value plays an absolute integral part of
the service life cycle. I've
shared a little bit from what we discussed at the conference with my
colleagues. I have your books too. Thank
you once again. |
Deliciae
Patisserie (small business) Mr
Suchit Mahajan |
Thanks so much
for inviting us to the seminar. I think it was great, and will allow me to
look at my small business from a completely different angle. I will
definitely be using some of the stuff, especially the price justification
matrix, and will let you know as and when I do implement it! Once again,
thanks a ton! The seminar was great! |
Valmont Industries USA Mr
Bob Meaney President |
Thanks again for inviting me to the seminar. I am impressed by your approach and I am also amazed at the number of bright people you got into a room together. It was fun! |
ACC Limited Mr Manish S Sharma Head-Large
Buyer |
Thank
you for the Knowledge imparted. It was very eye opening session particularly non-price
part of price & price justification part. |
Ceylon Pencil Co.
(Pvt.) Ltd Mr Chandana Fonseka Manager
Consumer Insights |
Thanks
for your valuable follow-ups and motivation by sharing insightful leanings
with us. We
are, in fact, arranging a meeting with our relevant stakeholders to share what
we learn from the session. Hope they will all be impressed to see them |
Bry Air Asia Pvt Ltd Mr Dinesh Gupta |
I
enjoyed interacting with various participants during the seminar and also
learning from your experience. Surely this will
be helpful in our pricing strategy for various range of products. |
BalmerLawrie Mr Anand Dayal Executive
Director |
The
seminar was thought provoking and I will look to take it forward. Let
me discuss internally and get back to you. I
am marking copy of my mail to Swapan to keep him
updated. |
lRS Components & Controls (I) Ltd Mr Bharat Khanda Marketing
Manager |
Recently
concluded pricing workshop was really very good where lot of information
about customer value management has been taken by me as an important outcome.
|
Electrotherm (India) ltd. Mr Avinash Bhandari Jt.
Managing Director |
Very interesting
and insightful. Hoping to take
the relationship forward. Let
us be in touch. |
Electrotherm (India) ltd. Mr Suneel Kulkarni Executive
Director |
The
seminar was really very interesting. The
ideas were new and interesting. |
Coromandel
International Limited Mr Kapil Mehan Managing
Director |
Congratulations
on the success of your conference in Munich. I would like to wish you
continued success in the future as well. |
PPS Orlando Pricing Seminar Testimonials or
Go to CVF Testimonials
Society for Human
Resource Management Ms Mary Ann Bui |
Unfortunately, I
don’t have time to provide such detailed feedback at this time, but overall,
I did learn a great deal from the conference. I did not attend your
workshop per se but you did share with me some of the highlights in a side
conversation which was very helpful. I would say that your workshop was
one of two that provided a solid framework and
business rules from which to operate. That was something I remembered
that I wanted to share with you. |
MSA (Aust.)Pty.
Limited Mr John Preen National
Contracts & Pricing Manager Australia |
Thank
you for your follow up email and for your questions in relation to the PPS
workshop "Value Creation and Enhanced Pricing: Increase Profits Through
Right Customer Value Pricing". I have been back in Australia for 3
months and although our Christmas and New Year holiday season has seen a
slowdown in business activity we are now starting to see a full return to
normal business operations. My journey on the Strategic Pricing path within
MSA is slowly developing and the more exposure I have to this very
interesting business direction the more comfortable I am in my actions.
Obviously the advice and guidance from the other MSA Pricing Managers around
the world is assisting me in my steep learning curve. 1. Did you learn
something new at the workshop? Everything
I learnt at the workshop was new as I was only in this new position of
Australian Pricing Manager for a period of 3 months. What? The most
interesting aspect of the workshop was the discussion around Customer
Satisfaction surveys and Customer Value Management. Our business conducts 6
monthly customer satisfaction surveys and the Net Promoter scores. It was
very interesting to talk about and listen to the different perspectives on
these initiatives and how there is a big difference between the two.
The
workshop gave me a good understanding of the different pricing methods and
value creation How? One key take away I took from the workshop was in
relation to the way we perceive customers and the need to have the customer
at the forefront of our thinking. Currently we are focused on our internal
requirements or processes without real understanding of the customer's
perception of the value we provide. As we sell via distribution our prime
focus is on these customers however our value proposition should be extended
to include their customers e.g. the business user and the individual using
our product and even as far as their family and friends. We are providing
safety products which protect these people and enable them to return safely
home to their families. This is now part of our value proposition. 3. Have you been
able to use the techniques learnt at the workshop? How? I
have been trying to use the knowledge from the workshop to influence the
decisions we are making in relation to product launches and evaluation of
pricing in respect to the value proposition we provide. My concept for
product releases in Australia now incorporates a value creation for both the
end user customer and the distributor whereas
previously we were only focussed on one or the
other.
I
found the workshop very informative and enjoyed the questions and debate in
respect to the ideas you presented. As mentioned above, the discussions and
new understanding of the differences between Customer Satisfaction surveys
and the Customer Value Management where excellent and gave me a greater
understanding of the concepts of customer value creation and this has also
been supported by your excellent book which you were so kind to give me. |
American Express Mr Jay Jabbar Senior
Manager – Consumer Pricing |
1.
Did you learn something new at the workshop? What? The model to
estimate customer value was the highlight of the workshop and perhaps the
conference.
3. Have you been able to use the techniques learnt at
the workshop? How? Unfortunately,
no. Regulatory activities have been keeping us quite busy in areas other than
creating CM value. But you could say, that
operational excellence creates value to the portfolio of customers as a
whole.
Yes, it was. I
wish more workshops from the conference could’ve provided us with useful
models. It would be more worthwhile once I can use the models at work. |
Quantiz Pricing Solutions Mr Andre Koeppl |
1. Did you learn something new at the
workshop? What? Yes,
I’ve never seen an Importance Performance survey as you showed in your
seminar. You gave me new insights about how to exploit better the information
of this kind of survey and interpretation. 2. Did the workshop help you think
through optional methods of pricing and creating value? How? I believe yes, we
use Importance Performance as an additional way of capturing insights to
create value. It’s difficult to rely just on these surveys because of the
natural bias of the method. 3. Have you been able to use the
techniques learnt at the workshop? How? Yes, we tried
this method in one of our projects, but the client wasn’t able to spend more
than 15 minutes during the survey. As you must ask about their evaluation of
your attributes and the competition’s attributes and there were many
attributes, it’d take too much time. We had to adapt this method but I
believe with a certain loss of functionality. In general, Brazilians
don’t want to spend time in surveys, they think more than 20 min is
ridiculous. It’s difficult to implement this culture of gaining systematic
data through surveys… 4. Was the workshop worthwhile for you? Why? Yes, You gave me new
insights about how to exploit better the information of this kind of survey
and interpretation. |
Rob Kantor,
NBC-Universal |
I just wanted to
thank you again for a very insightful workshop, the copy of your book, and
the great discussion over the course of last week. It was my team’s
first exposure to pricing at that level, but it has sparked a lot of interest
and ideas already. Just wanted to
pass along my contact info in case you needed it and hope you had a safe trip
back home. |
Customer Value
Foundation Testimonials or Go to
Pricing Seminar Testimonials
Renouveau Ms.
Joan Saint-Prix Consultant, Speaker, Coach Mumbai India |
I have enjoyed receiving your newsletters over the last year and have forwarded them to my family and friends who run their own small businesses and to some young executives too.
All value the information and have commented that they and their teams have gained much both professionally and personally. The newsletters are 'eye openers' and 'reminders'.
I look forward to receiving your CVF Newsletters and wish you and your team the very best. |
ICICI
Bank Mr Gopalan Subramanian Deputy General Manager BandraKurla, Mumbai |
I do appreciate your service and the value that you attempt to bring out is really very specific and meaningful.
I am not able to read all the articles but I do go through specific ones and I found them quite useful and thought provoking.
|
Mahyco Mr. A. R. Subbarao SBU-Head Mumbai |
I have been receiving your Newsletters and articles. They have been very interesting & valuable. I owe my sincere gratitude to you for this. Trust you are doing well. It is great to see you immersed in your mission of spreading the awareness about Customer value, thereby creating overall value for the organizations and the society. |
T.R. Chadha & Co., Chartered Accountants Mr Vikram Gera Senior Vice President New
Delhi |
Greetings for the day! I truly appreciate the initiative you have taken and the work your organization is doing. I wish you all the best for all your future endeavors. Looking forward for receiving your newsletters regularly. |
Godrej &
Boyce Mfg. Co. Ltd. Mr Anil G. Verma Executive
Director & Head Personnel
& Administration Mumbai |
Thank
you very much for the news letter. |
KaimalChartterjee& Associates Mr Ravi Kaimal New
Delhi |
Many thanks for sending this thoughtful article. I hope this would be widely circulated - especially in the finance world - where often the excel file is considered more important than reality. This has also been written about quite well in the book "Boomerang".
|
HDFC Bank-Quality
Initiatives Group Ms. Harmeet Chadha |
Many thanks for sharing various customer
value articles/newsletter with our organization. We appreciate it. This
is also providing us a platform to connect to your company. |
Indo-American
Chamber of Commerce (IACC) Ms Sapna Samtani Executive
Director Bengaluru |
Thank you for
sharing this Mr. Mahajan. Truly an eye opener |
ASIA MOTOR WORKS Mr JeetKasar Country
Manager China |
Thanks, good
article. |
Group Consulting
Editor-Zee Network Mr Rakesh Khar
|
Quite an
interesting piece (About Article “How to Get Senior Leaders to Change”). We
must re-connect sometime soon. It has been quite some time that we spoke or
met. |
CSIL (Combined
Systems) Festus O Fokolawo |
Very good article
of the week |
World of Customer
Service Mr Don Hales Managing
Director Bedfordshire, England |
Good stuff |
EMI-1 Jim Carras |
Great
article! Hope all is going well with you. It seems we have lost
all energy for EMA-I. |
EMI-1 Jim Carras |
I
have been very impressed with your articles of the week series. A thought for you to consider, EMA-I
is going to invite a few industry leaders to have a blog on our EMA-I
website (public side). I thought this could be of interest to you as
your area of customer value can be tied to Portfolio Management. It is
very important to understand the customer as companies objectives are
translated into projects and then implemented. Somewhere in this
process the relationship to the customer is lost. |
Esab India Ltd Dr. Govind Hariharan Chief
Operating Officer |
Thanks Gautam.
Very interesting piece. |
Phil Faris Associates Mr Phil Faris President |
Thanks
for the great article. |
Indira college of Engineering and Management Mr Ravinder John |
While
I eagerly look forward to your articles on account of its insightful & value-added
contents, your latest trailing mail has been so far the most interesting
read, especially the "characteristics leading to exceptional
service" as contained towards the end of the article. |
General Info Tech Gen. Mhaisale Deputy
Director New
Delhi |
It
is indeed an interesting article. However, The Balanced Scorecard
Approach may be the remedy here. The holistic view of an enterprise has to be
taken. The business belongs to shareholders, in multiple forms (individuals,
government, FIIs, Banks, NBFCs, et al). The value is to be provided
to the customer for maximization (optimization may be a better word) of
wealth to the shareholders. However, the interests of
the stakeholders (most importantly society, government, mother earth) has
to be carefully guarded). |
General Info Tech Gen. Mhaisale Deputy
Director New
Delhi |
It
is an interesting article. The
stress could be laid on "Change of the Mindset". The great companies,
although having been founded may be even more than 100 years back, have
the reputation of having the mindset of a young company of say 4-5 years. I
conduct sessions on "Leading Change, Creativity and Innovation
"and" Corporate Transformation and Risk
Management". May be we could interact more meaningfully. |
General Info Tech Gen. Mhaisale Deputy
Director New
Delhi |
These are very interesting facts brought
out and enunciated. The link between values and ethics could also be
touched upon. These are getting increasingly relevant and crucial for the
sustainability of a firm as illustrated through the example of Tata Companies
by you. How about the MNCs? |
General Info Tech Gen. Mhaisale Deputy
Director New
Delhi |
I must complement you on this write-up.
In fact it is the MISMATCH between the ambition and the available resources
that drive any CEO to adopting innovative practices such as hand-written
letters. It is stretching oneself to reach out to the customer.
Everyone knows customer is king. However, the CEOs who stay and empathise with customers are the ones who will call
shots. The hallmark of any great innovation is "SIMPLICITY"
and who else can highlight this better than Steve Jobs through his path
breaking iPOD innovation with motto of "1000
songs in the pocket", " Any song, three
clicks away". |
General Info Tech Gen. Mhaisale Deputy
Director New
Delhi |
It is a well thought out article.
You will agree with me that a business to be ethically sustainable, customer
happens to be at the forfront of any
business. This is evident from Tata Business Model Towards Global Excellence or GE or any reputed company. You
will recall as to how Steve Jobs changed the customer profile by creating new
experiences and delight for his potentail customers
through breakthrough innvations such as iPod, iPad or iPhone. You also
saw how the Japanese invaded the Japanese auto and
electronic market through various customer oriented initiatives such as close
customer service (other practices such as Kaizan , KanBn , Lean manufacture are not customer
oriented), better product life cycle support and so on. Hence
it all depends on the leadership as to how one defines and
shapes the customer taste / experiences. An initiative such as BuildWISE by Tata Steel is a case in point. |
DLF Pramerica life Insurance Company Ltd. Mr Rajesh Koul Vice President. Business Excellence & PMO |
Sir,
thanks a lot for this wonderful article, it is really thought provoking... |
Tata Chemicals
Ltd. Mr S.B. Sarkar |
Thanks
you sir for including me in your valuable learning E-Mail Chain. |
Leadership
Excellence Mr Vinod K. Dikshit Managing
Editor Australia |
Many
thanks for your mail and a most interesting article you have sent along with
it. I'm not a management teacher, not even a student. But I |
Malviya Chemicals & Pharmaceuticals Pvt. Ltd. Mr Binod Malviya Managing
Director |
Thanks very much Mr. Mahajan. The article made good reading. |
Indo-US MIM Tec Mr Manoj Kabre Vice
President – Marketing |
I
am impressed with your note below. It is indeed true..I
have experienced it for the past 18 years, that I
have been in the field of Sales & Marketing for global markets. |
Sovereign Tech
Engineering Services Pvt. Ltd. Mr Robindranath Som Chief
Operating Officer Mumbai |
Thanks
for sharing the interesting and valuable insights. |
Ex-IG MI Khan |
Thanks
for sharing the valued information. |
Ex-IG MI Khan |
Thanks
for the article sent across. It's informative,thought provoking and interesting as well sir. |
Customer Focus
Consulting Eric Fraterman Principal |
Great
article. Really appreciate it! |
N.V. Associates Mr N. V. Srinivasan Chief
Consultant |
Thank
you for your information, which can provoke positive thinking. |
FEI Cargo Ltd Mr Pratap Nair Director |
Very good sir. |
Chavi IT Services Pvt Ltd PBV Raajan Director
International |
Your
emails are informative |
Zuari Adventz Mr HS Bawa Vice
Chairman New
Delhi |
Doc Searls article on the customer of the future is really scary. We really have to take a serious note of it and all our future sales and marketing strategy have to factor this in to ensure that we are not caught unawares. We can ill afford to not take cognisance of the might of the customer as they get more and more empowered. |
Symbiosis
Institute of Technology Mr Narayan Pisharoty Professor
and Head E&TC Department |
Good one. Many
companies in Canada have a day in a month when Managers cook and serve
breakfast to others............. |
Raman Govindarajan Indo American Chamber of Commerce
(IACC) TN Chairman-(IACC)
and CEO-(PerfSYSTEMS) |
very apt and impressive quotes
from Peter Drucker, and reminds of recent
sessions with Marshall Goldsmithat San Diego.
I will certainly have the blue box printed and framed in my office. Also
very impressed with your background. Not sure if IACC was able to
leverage your background/knowledge. |
ICICI Lombard Mr
Shankar Nath |
I
am Shankar Nath, and I look after the marketing
function at ICICI Lombard. Mr Bhargav
Dasgupta, our CEO and MD ,
had forwarded the email you had sent him. I
will surely get in touch with you if we need any help. |
The Pricing Analytic Group Inc. Mr
Dick Sobel President
& Pricing Consultant |
Very
insightful |
Mr
David Physick Principal Consultant at Glowinkowski International Ltd. United
Kingdom |
Gautam’s excellent
remarks remind me of two important points. Drucker
said you start a business to meet a customer need and invest in it to make
money, a crucial distinction. And, if I recall correctly the definition of an
organization is something like a “a group of people
working together to achieve a common aim”. So, both supply and demand side
concern people. Let’s create organization that people enjoy working in and
it’s a buzz to be a customer of. Do the right thing for both and Drucker’s investors can also be happy over the long-term
too! |
ZK Global Enterprises Umberala Mr
Zubair Bangash Partner Haier Pak laptops/President World Golf Association
Pak/Board Member in 50 Fortune 500 |
Thanks
for the direction. I agree with you and have starting thinking on your
advice. |
ZK Global Enterprises Umberala Mr. Zubair
Bangash Partner Haier Pak laptops/President World Golf Association
Pak/Board Member in 50 Fortune 500 |
Thanks for
sharing the valuable note. I am very much customer oriented person, and
wants to learn till grave. |
Tata Steel Mr
M C Thomas Executive
In Charge, Western Africa |
Nice
indeed |
Deepak Wadhawan
& Co Mr
Deepak Wadhawan Senior
Advisor, Risk Management & International Audit Services |
Thanks. Nice
article I am happy that
you have also started sending “selected readings”. When I started it , I had doubts but now I have a mass following. |
Aditya
Birla Group Mr
Ajay Kakar Chief
Marketing Officer-Financial Services Mumbai |
Your
recent ‘article of the week’ was shared with me by a colleague and I truly
found it to be interesting, engaging and enlightening. Would
like to be added to your mailing list. And if convenient, catch up some time. |
Profit Optimization Strategies Mr
Steven Pinchuk Founder and
President |
I think that we
have the same idea and are approaching it from different, although,
complimentary perspectives. |
The NewComm
Global Group, Inc. Ms Lucie M. Newcomb Founding
Principal |
Impressive!
Thanks for the info! |
The NewComm
Global Group, Inc. Ms Lucie M. Newcomb Founding
Principal |
Thanks for yet more
great insights, Gautam, and belated Diwali good
wishes to you also. |
Client Success
Group Inc Mr Bill Ezell CEO
and Founder |
I could only smile reading your message; I’ve been discussion the client’s buy-side requirements and buy cycle for years. Some days I actually see where I’m making progress… |
Janalakshi
Financial Services Pvt. Ltd. Mr
R. Srinivasan Chief
Executive Officer & MD |
Thank you Gautam.
I have also sent your article “How SME’s benefit by Creating Value for Customers:
a case study” to my SME division, |
CFCL Mr
JS Gogia GM |
CVF
is indeed well thought over intellectual inter action for the
professionals who are engaged in the pursuit of business. I always love to
have such emails. I reciprocate
the new year best wishes to you and family members. Rest when we meet
again. |
Combined Systems (CSIL) Mr
Festus O Kolawole Group
General Manager |
Yes!
We thank you too for your numerous Epic Topics and the positive effect in our
Organization here, it was quite wonderful We wish you and your beloved ones the best of the season, productive and fulfilling 2013 |
FEI Cargo Ltd Mr
Pratap Nair Chairman |
What you are doing is kind of a social service. By educating us on various subjects, u are making us more productive and this makes us create more profits and this leads to more taxes to the exchequer. Do they value your efforts? Its high time people like you are recognized by the government. Itswe , your readers who should be thanking you and praying for your good health , happiness and prosperity for this new year and the years to come, so that you continue serving people in general and me in particular. |
1 to 1 help.net Pvt. ltd Ms Ranjana
Rawat Regional
Manager - North |
Your Newsletters made for an interesting and informative reading |
Interface Agricultural Technologies Pvt Ltd Mr
Ramachandra Murthy P. Founder and
Chief Executive Officer |
Thanks for your initiative as well time. Appreciate!! |
HRG Mr Ravindran Vathsala |
Yes
I keep reading your articles which are interesting |
Sapin Mr
Nestor Bouvier |
Dear Gautam, nice
job |
OASIS Mr
Michael Poulin |
Hi
Gautam, |
Azelis
(India) Pvt. Ltd. Mr
Hans Udo Wenzel Non-Executive
Director |
Very
nice invitation and highly creative! I would like to join and attend the seminaire! |
American Hotel & Lodging
Educational Institute KV. Simon Regional VP |
It
is important to do always that which is Right, True and Good always to
maintain a sustainable balance In turbulence. |
Areva
T&D India C.M.A NAYAR Board
Member |
Thank you for the note and the article . The values as perceived by the customer are
changing constantly due to a continuous
reassessment of the requirement and an increased awareness for sustainability
. This would mean that competitive
advantage of a company is put to test systematically in view of the changing
market environment . In my view, the " throw away
philosophy " in consumerism will have to disappear with a more logical
approach for "consuming less but consuming
better " ( this is a rough translation of a well known expression
in French "Consommez
moins mais mieux.") . This
expression may mean different things in different countries
. In developed nations , this expression may mean
a certain type of protectionism for shutting out cheap imports and
consuming locally
made goods in smaller quantities but with higher unit prices . Real
cost of any product will have to include Life Cycle Cost with the notion of
" cradle to grave " and particularly the cost of
management of end of life of products and recovery of
value through recycling and reuse . |
Kushwah
& Company Chartered Accountant Mr
Mukesh Singh Kushwah |
Thanks for so nice write up |
Solcon
Engineers Pvt Ltd. Mr
G.B. Ghule Executive
Director |
Sir,
You may be absolute right ,but can you wake them
when they are pretending . Can you improve their intentions of avoiding
legitimate dues by giving n no of reasons, to
which very difficult to resolve them. Seek solutions for this .We believe
customer is 100% right. |
B.School Mr
Kuruvilla Abraham ED &
CEO (also Chairman Civic) |
In other words, perception is reality and that perception gets modified with time! |
Mr
N. Viswanathan Chennai |
Thanks for putting me on your mailing list for such Customer Service oriented articles. I have been going thru all of them and learning from them. I liked this piece particularly because I am able to relate with the contents with my own experiences and memories of the same. Very valid points about feedback being taken after allowing some time for the customer to 'relish' & mull over the experience in calm and form a final and more logical memory of the same. |
American Hotel & Lodging
Educational Institute Mr
KV Simon Regional VP |
A hearty Amen to your thought dear Mahajan |
VSK Strategies (Management
Consultants) Mr. VS Krishnan Chairman
& Managing Partner |
Thank you for your thought provoking article. Reminded me frankly of my experience of several years back in a Top notch Corporate where the Chairman personally chaired every week a 'Thursday Meeting' with a single point agenda....Customer Feedback. The aim was to respond expeditiously to the voice of the customer & the aim was reach 'Zero Defect' on Customer complaints! Leadership on such issues needs to come from the very top! |
Metro Tyres
Ltd. Mr
Jagdeep Sablok |
Thanks a lot for wonder full article. Kindly continue |
SPMG Strategic Pricing Management
Group Mr
Dick Sobel Partner |
Good stuff |
Hazel Infotech
Pvt Ltd Mr
BC Chechani Chief
Executive Officer |
It's really a powerful thought, you are
advocating. |
Azelis Mr
Hans Udo Wenzel Chief
Executive Officer |
A
great stimulation to change and to move forward! I would only suggest for
your organigram to put the
'return' side of the CFO directly under the CEO's responsibilities: he must
be the first watcher of segment shares, etc. |
Kaimal
Chartterjee & Associates Mr
Ravi Kaimal Founding
Partner |
This
is a very important topic which many MBAs do not seem to understand. Just
because they work on the numbers in Excel files, they are under the illusion that
they are the ones who know and control everything. In
reality the ones who create value are busy creating value, and often leave
the number crunching to others. Creativity, customer care, employee care,
cultural sensitivity, contextual provisions, etc, are just some of the issues
which can add value and crate entire new businesses , but cannot be
shoe-horned into excel files. As
Einstein said "Everything that counts cannot be counted, and everything
that can be counted does not count". |
CPD Associates Ltd Mr
Harry Macdivitt |
I like your posts and in particular, I
like the “Why Value Creation is more Important than Value Extraction?”. I am putting together a conference talk and would
like to include the chart you show in |
Ms Beth Reed Customer Relations Management |
Comment on “Building Silos or Breaking
Silos” CVF article of the week: I agree Gautam,
most customer transactions run across company departments (silos) and can
therefore run into difficulty in those gaps between departmental
responsibilities. Wise companies make certain that employees understand that
everyone is in customer service (responsible for the customer's experience
within their area of expertise) and everyone should have at least a basic
knowledge of the entire transactional process. |
Capgemini Mr Bernd Marquardt
Managing
Consultant |
Comment on “Building Silos or Breaking
Silos” CVF article of the week: I think you make a very good point here. From
a customer's perspective, you only see your supplier as a company and you
have the expectation that you get seamless service, no matter who is involved
in the background. By the way: isn't this the same attitude we have towards
our suppliers, no matter if in private life of from a business
perspective? |
Fairfield City
Council Anna McLean Customer Service Manager Sydney,
Australia |
Comment on “Building Silos or Breaking
Silos” CVF article of the week: Great insight, too often the internal branches rely on the customer service team to support them and yet they think it is an easy job. I agree 100%, the service we provide externally cannot be as efficient and effective as it should unless there is true co-operation amongst the internal service providers. A company or organization develops products and services with a view for efficiency in production, cost effectiveness and customer usability. Silos were created to protect people and create the illusion of subject matter experts. Sure you need staff that have the expertise; however, if they do not participate in the service culture then their outputs may not meet customer's needs. Too often I have experienced the SME's lack of customer consideration, yet without them where would we be? Today, there are so many opportunities to listen to our customers and take their feedback on board to improve service that can also result in efficiency gains and improvements for any organization. |
Get Satisfaction Ms Hanna Johnson
Marketing
Manager |
Comment on “Building Silos or Breaking
Silos” CVF article of the week: You're spot on. To become the kind of customer-centric company that moves past business silos to truly prioritize the customer, you need to implement culture changes within your organization. Technology, like customer communities that bring multiple departments to one place to listen and respond to the customer, can help. So can having leaders who prioritize this, and vocalize that loudly and often. Generally, you need both to be truly effective. Thanks for sparking the conversation! |
Galaxy
Surfactants Ltd. Geera Ramakrishnan Director
- Home & Personal Care (Global) |
Recently I circulated to my Business
Creation Team your Article on "De-Commoditizing Commodities: Add
Value" |
IBM Mr Sanjiva
Dubey Asia
Pacific Delivery Executive IBM Global Account |
Very good to read your “Death of Demand”
article |
Bank of Baroda Mr Anil Khandelwal Former
CMD |
Comment on one of the CVF Article’s Presentation The presentation is superb and speaks of
the reality, prevailing now. Congrats |
Aditya Birla Management Corporation Pvt. Ltd. Dr.
Santrupt B Misra CEO,
Carbon Black Business & Director, Group H.R. |
Thank
you Gautam. Very well said and I enjoyed reading your piece. |
National
Institute of Industrial Engineering Dr
Mandi Professor
of Dhandha Mumbai |
It
is nice to know your slide show on MBAs and need for value creation. I
am sorry to say that today's MBAs ( as you said..)
are not even value extractors.. I always refer them as value eroders ! I
m a professor at NITIE Mumbai.. an
MBA institute. My
point is like this.. An
MBA spend > Rs. 20 lakhs in two years of MBA , and DO NOT earn even a single ruppee.. does it mean a
student is extracting any value out of MBA.? It is utter nonsense.. What an MBA earn when s/he completes one's MBA is not
the issue. A real MBA need to earn when value is spend
in real time. I
work on the models how to make MBAs to create, extract and value release of
the same. i wish we exchange
mails.. |
IPL Mr Saurabh Priyadarshi
General
Manager (Chief Geologist) & Mentor(HSE) |
Very relevant
content. How can we
instill concern and commitment in modern corporates
which believe in investing a dime and earning a dollar. |
Tata Motors Mr. Vikram
Sinha Vice
President, Operations, Passenger Vehicles Business Unit |
I enjoy your updates. |
American Express India Ms Larisa Sachdev
Dhawan Director -
Account Management & Consulting |
Enjoy reading your articles |
Kodak Former
Managing Director |
Enjoyed reading your pithy comments striking
a true note |
Chambal Fertilisers
and Chemicals Ltd Mr
Hari Om Sharma Deputy
General Manager-Marketing |
Thank you so much for being so good and
knowledge sharing person on |
Sales Through Service and Investors
in Feedback Mr
Guy Arnold Managing
Director |
Great little article: thanks |
Tata Steel Dr Dayal S
Prasad Head-Supply
Chain |
Thanks for sharing the article which provides a thought-provoking as well as informative input! |
Geosteel
LLC Mr
Gurminder Dhir Head (Commercial/Sales,Marketing,BD) |
Thanks
Nice article please. Actually
I feel that in MBA courses , all MBA students should
be taught about Entrepreneurship as a compulsory subject. As
the way automation is moving , more and more established companies will need
less and less permanent employees and apart from core production and selling
activities in both manufacturing and service sector , most of other
activities will be outsourced , There the role of entrepreneurship /
contractors will come up in a big way. |
Sobhagya
Consultancy & Marleting Services-India Prof. Rajendra
K. Gupta Owner |
Thanks for sending the note. The problem with technical education primarily and
some other subjects like psychology or basic sciences, is that the professors
commanding positions in universities are mostly theoretical guys with 0 day
experience in Industry or practice. Many mechanical engineering professors
can’t even identify the type of bearing shown to them but they teach
lubrication technology. I am sure you will agree that most physics professors
can’t fix a fuse in their homes. What value
creation we expect from such crap material. It is time all of us write to UGC to make it compulsory
for professors to have at least 7 years Senior manager level experience in
Industry/business/consultancy or applied research in their stream. AS you have international experience you know well
that majority of Profs in USA have industry
background/consultancy and board room experience. So that is point from where value creation will start in
teaching. Imagine a music prof. not able
to play any musical instrument and having experimented with music
composition in her life. Secondly value creation comes from commitment to customer
which sadly Indian Industry and baniyas and also
teachers in universities lack. In latter it is mostly politics and
manipulations. I am about to write a note to chairman UGC from my NGO to
make conditions for appointment of professors and I suggest you also
please use your good offices to press the point and join hands with us. |
Grange Mr Harrison Zhang CVM Manager |
Thanks
for your nice introduction about value creation, very interesting. |
Select
Direct Marketing Communications Pvt Ltd. Mr Ramesh Iyengar Managing Director |
Many
thanks for your views and I look forward to reading more of the same in the
future. My
compliments on a tersely written piece that is engaging and communicates
well…and definitely saves time in this over communicated world!!! |
XLRI
Jamshedpur Mr Aditya Agarwal HRM 2013-15 |
I’m a student of
XLRI and I got the opportunity yesterday to attend your talk on Value
Creation. I would like to take this opportunity to thank you for the deep
insights you provided us. Your thought provoking questions helped me see the
whole process of value creation in a whole new light. It was a topic I had
never given much thought to up until now. Thanks a lot Sir
for taking out the time and delivering to us such an informative talk. Your
stage presence and audience engagement skills have inspired me to develop my
presentation skills and to work towards developing myself as a powerful
speaker like you. Hoping to get an
opportunity to learn more from you. |
L&T
General Insurance Company Ltd Mr Venkatesh
K Cheif
Distribution Officer Mumbai |
I have been
receiving the CVF’s interesting and relevant articles |
Synergycorp International ( Pvt)
Ltd Keith
Daniels Director Sri Lanka |
Very nice message and thank you |
Usha international Dinesh Chhabra Chief Executive Officer |
Going
through the content of your mailer “Value Creation in Education” and the
outcome of your discussions with Dr Sharma, I couldn't hold myself back and
thus would want to share my personal experience with you. My
son, who was reasonably good in his studies, post his engineering and his
joining as a trainee at Wipro, came to have discussions with his mother and
me and stated " Dad you have wasted my 4 years, I couldn't be sitting at
desk 9 to 5 and writing these stupid codes" My wife was upset and on the
contrary I was feeling happy. Happy, because for the 1st time I realize I am
talking to an adult, I am talking to a person who has been able to figure out
what does he want to do in his life. I took the discussions forward and ask
him what do you want to do? he said I want to set up a venture into adventure
tourism, again he experience two different expressions, contrary to his
expectation, I said good, I am happy, but how would you want to do it, He
said give me a week, but meanwhile allow me to resign from my job. My
response was it is your life does what you feel best to do but be aware of
the consequences. The
boy came back after a week, gave me a presentation and a video to watch,
going through the material I had tears in my eyes< i
hugged him, i was seeing a
young adult who has suddenly become man. A man who has develop the ability to
see the value in something what he loves to do and i.e. "to be fit"
He immediately knew what I would want him to do, since that day till today he
is been following his dream, his love and is exactly doing what he wrote in
his project report. To
begin with he wanted to tell the world that I have potential to deliver what
I am promising to deliver, He has done 4 mountains. About 50,000 Km of solo
cycling... martial art black belt .....Cross fit
level 2 trainer - attained a world rating in
fitness. Now he has begin his own venture in partnership with another bright
kid and has established cross fit box, once he will see the success he wants
to establish somewhere near rishikesh a health and
fitness park for professionals like us. The
purpose of writing this mail is not to tell you how good I am or my son is,
purpose is, our today's education system should enable the kids to dream and
bring in the ability, strength and courage to find value in what they dream
about, If I would have put pressure on him to continue pursuing what I felt
good for him, I would have seen perhaps a not so successful professional but
now in him I see a person full of confidence, passion and an extremely
cheerful happy and perhaps a successful human being. |
Jubilant Organosys Ltd DD Maheshwari Vice
President |
We
can create value for students and their parents if they can be provided right
guidance for school leaving stage to select right course an college, and for
those in college ( to volunteer/intern) to improve their employability
quotient, and help them from spending money on coaching (large sums are spent
without any return). I
do that in my small way, but the response at the right stage is not
encouraging. Same
people come back later, and say how they can turn the clock back and heed to
the advice/suggestion provided. Things
are better in the better colleges and institutes, but they are not even 0.5%
if look at India. Except
for the metro towns, situation is pathetic. |
Geosteel LLC Gurminder Dhir Head
(Commercial/Sales,Marketing,BD) |
My
suggestions after reading your mailer “Value Creation in Education” are
follow: ·
Any student finally goes for either a job or a
Business. ·
User Industry for either Job/Business is
Manufacturing/Services/Agriculture Sector..They will
be final users of student skills either in terms of Job/Business. ·
So professional in these sectors should very clearly
specify what skills the 360 degree matrices they are looking from potential
employees or Business Owners. ·
Based on very thorough feedback from the Horses mouth further action to be taken by academician to
devise courses taking into account both Job/Business segment. ·
Whatever they design get it vetted by the top professionals in these sectors, Because they are
the best judge. ·
Then they can always take back feedback from students
also as icing on the cake. |
Voltas Limited Samir Palsule Manager |
I
fully agree with you. "Value creation" has to be part of Indian
education system and the same needs to be done not by the faculty of the
college - but by the industry itself. Whenever
I interact with College students as a part of mock interviews / student's HR
assessment / Advisory board / Internal Quality Assurance team, value for the
students is "a job that will give them higher salary". Nothing wrong in it but sometimes violation of business ethics
also does not matter in achieving this goal. Hence
to inculcate the correct values as expected by the industry while working,
the Industry should interact with the school / college students and guide
them properly on continuous basis. |
Blue Star limited Anil Sathe Sr.
GM - Supply Chain (Products Business) |
Thanks
for your mail. It is indeed an important subject and the conversation that
you have described does touch upon question bothering many of us both as
individuals and also as parents. To
put in simple terms value creation in every educational activity is a
must. Let me explain. In
all discussions in business today we always focus on eliminating
"non-value added" activities to make the structure /process lean,
efficient etc. Essentially we are saying that we have no resources to spend
(read waste) on non-value added activities. In educational world this
resource for students is certainly time (in many cases money too). For
educational institute it could be many more things including manpower. Let
me also say that the conversation suggests that there is a disconnect
between educational institutes and businesses, which is
dangerous but true. It is almost like designing /manufacturing a product,
hoping that customer may finally like the same. Obviously the results in many
cases will be sub optimal. Having
said this it is obvious that educational institutes must first prepare
students to understand various options and then also encourage them to learn more
about the choice they have made and in turn make them ready for the same. In
that sense the process is more like first part of value creation is linked to
making informed decision and then off course making yourself
ready to take the plunge. Last
but not the least we still look at education as first step to get into good
career and in turn good life. To a great extent today it kills creativity,
some genuine research, and also discourages professions (like social
services) which could be very satisfying to many individuals. However I guess
that is beyond scope of this discussion. Would
be happy to stay connected on this or other activities that you are leading. |
TNQ Sponsorship (India) Private Limited Kuruvilla Abraham Managing Director |
Pleasure
reading your articles. |
Geosteel LLC Head-(Commercial/Sales,Marketing,BD) |
1.
See Google , Microsoft and Apple are commercial companies there
job it is to maximize sales and profits and as long as it is done legally
there is nothing wrong in it , if they won’t do it then somebody else will ,
as long as there is market for their products and services. 2.
21st century onward I think we should forget about the privacy the way we
used to think in earlier centuries , it is going to be more and more
connected world with all technology advances taking places. Bottom line is
all these companies collecting data about you is ultimately to provide you
better products and services , they are there to
sell you product and services. Finally the consumers are the real gainers. 3.
Regarding your point about monopolies being created by these companies ,
forget it man .Time of monopolies are gone , we have already seen demise of
Nokia and Blackberry and I think Microsoft is not going to survive very long
with only two products windows and office. So
finally we should embrace everything with open arms and hearts as long as it
is legal and offering us better value in terms of product, service, pricing
etc. Rest will be automatically taken care of by market forces. |
Blue Star limited Mr Anil Sathe Sr.
GM - Supply Chain (products business) |
Very
well said. I
remember reading articles by Sumatra Ghosal wherein he had given examples of companies who
have worked only on cost reduction of products but had actually reduced its
value dramatically by reducing life /reliability and so on, Taking your eyes of the customer is
something we cannot afford in any kind of business. Another
way to look at would be - Understand the value customer is willing to pay for
certain additional features or new product and deliver the same at lower
price. One
more way could be to take a "life cycle cost" approach and make
sure that aspects like service /reliability /long term warranty etc. are focused
and built in the product . These
issues are critical but unfortunately get ignored many time when we chase
only ROI |
Andes Trust Mr Martin Pablo Leon O´Farrell |
Thanks
very interesting…. |
Brand Protection
Associates Managing
Director |
An excellent analytical and thought
provoking article. Thanks
for sending to me. |
KV Auto Clinic Pvt Ltd Founder,
Chairman |
Your short write-ups are very insightful.
Just right sized in our time short world to get the essence of your thoughts.
I share that with some people who love it. It wd good to catchup
with you some time. |
The Alchemists
Ark Sreeram Thiagarajan |
I find your articles short and sharp,
very valuable in these time- challenged days |
Mr Vinay Kumar |
It was very interesting to read your
Article "Big Brothers:Google,
Apple and Microsoft". It is very well written and content rich. I fully
agree with what you say therein. Value does get destroyed when there is
control. Value gets generated where there is creativity. Creativity and
control are more or less indirectly proportional. |
IIFL Private
Wealth Management Anshul Garg VP-Wealth
Management Services |
I love the articles that you mail across. |
The Human
Potential Project Vibhuti Jha President |
Good
analogy with AAP example. But he may prove once again that his nuisance value
has value by winning some key parliament elections and by scoring well even
when they lose. He has created a "value rebellion against
corruption" - a concept every Indian recognizes is the really evil in
India and knows it will take time to get rid of. So give him a chance. His
mistake is again what you have really pointed out is his arrogance of a thanedar wielding stick against anyone and everyone,
annoying everybody in the process. Let's stay connected. |
FlaktWoods ACS (India)Pvt.Ltd. Managing
Director & CEO |
Good
and valid logic about Value Creation by Nuisance Value. At least the
illustrations prove the point. |
Concord Village
Apartments Eneida Evans Bilingual
Property Management Leasing Agent |
I
have been following you Sir for quite a while, I am so proud of your humble
leadership to serve and not be served. I have over 30 years of customer
service and when I started so long ago....it was the era of true customer
service, a family style way of communicating with each other and sharing the
work. That era is long gone and I feel that it cannot come back due to
shareholders stamp for 100% performance and revenue than caring for what
their employees are needing or caring about. If they
are unhappy, find another job, we could replace you without any problems.
That's
the attitude now and I have tested it time and time again throughout all of my career path journey. Its a dogg-ey dog world
now. Its sad but
true. Blessings
always Sir, your Latina diversity inclusion activist for a better caring and
valuing others world. |
Deepak Wadhawan & Co Deepak Wadhawan Development
Consultant |
Thanks. Very well
written |
Geosteel LLC Gurminder Dhir Head
(Commercial/Sales,Marketing,BD) |
Your
point is very correct Customer data should be captured and used
,but make it objective and not subjective . Cover all your basis by
designing the right questionnaire so that all the feedback you need gets
captured by front end executive. The
points you have raised are very pertinent but see finally the company
managers are the final decision makers and rightly they do not have the time
to do data mining . It
is the job of Big Data/Analytic to do the data mining and present bullet
points to the management. I
know it is not the ideal situation , but I think
that is the way it is and I do not think that management attitude will change
in this regard. Companies expect
a magic wand a quick fix , as they are the paymaster
so we got to supply them this only .If they have to do all the data mining
and analysis , then why they should hire somebody from outside and pay him
money. |
Eduexcellence Amit Arora Corporate
Relations |
Thanks
for the article. This article certainly will make think to create processes
which can lead to zero complaints rather than fewer complaints |
Tata Steel
Limited Dayal S Prasad Head-Supply
Chain |
Thanks
for sharing your article,which
is very simply explained and thought |
GS Rattan |
Very thought provoking and giving a new
dimension to the conventional thinking of Value Creation. A new and fresh mindset needed
and to be applied to redefine this concept. |
The Tata Power
Company Limited Vijay
Chourey Head - Transmission
& Trans Proj. |
The
articles are very valuable and I would like to continue receiving them |
Concord Village
Apartments Eneida Evans Bilingual
Property Management Leasing Agent |
You
are truly amazing Sir, I continue to encourage wherever go, how important it
is to value your employees, peers then the most important group "the
customer". If we are not feeling like our voice counts or feel
like we are not valued. Why should the customer benefit from our
service? But when a company sacrifices time to reach out to their
people and hear new concepts, new ways that they can test within their own
employees. Wow, its
a win win situation that will grow and become a pay
forward concept model. The employees will ignite a light (heart) to
customers, peers and even take it within their personal lives. Feeling
needed ignites value. I
strongly feel Sir, that within the last 13 years or so, people have stopped
trusting each other. Even within families and communities. We
keep getting disappointed with each other and now we have shield ourselves
with an harden invisible wall to our hearts.
We have hardened than soften. Many are seeking truth when its been in front of them all
along. That's when faith, hope and love come into play. But no one
wants to gamble with this concept anymore. It takes time to seed, water
and harvest and they want results yesterday. How can we as visionarys' break this wall? Its like a roller
coaster ride that doesn't end or start. As soon as you correct one
piece of this vicious cycle of human nature, there is another area that pops
up and makes you feel like you didn't accomplish a thing???? |
IL&FS Energy
Development Company Ltd Ajai Nirula Chief Operating
Officer |
Interesting!
|
Mr Suresh Rajpal Visnova Solutions Pvt. Ltd. Chairman
and CEO |
Totally agree
with your comments. A note on Value Creation by CIO’s would be neat!! |
Geosteel LLC Gurminder Dhir Head
(Commercial/Sales,Marketing,BD) |
This
is a great articles and it explains the concept of Value creation in a
commercial/non commercial enterprise in a beautiful way. Actually
these days with big data analytic and 3D printing available. Concept of value
creation can be applied in real time for all product and services. Ask
the customer what exactly he wants from a product/service and with big data
analytic you will be able to find out many value addition concepts for individual
customer, which even customer is not able to spell it out to you directly.. Basic
idea is that in future value addition will come through personalized products
and services .Mass product and services will also be needed but they will not
produce the same value addition for individual customer and hence you will
not be able to make customer pay extra for these mass product/services. Hence bottom line
is that future is for personalized products/services for each individual
customer by taking help of big data analytic / 3D printing and customer will
pay you extra for these personalized products/services. |
Jindal Steel Mr Rajeev Bhauduria |
Dear Gautam....thanks for sharing this very valuable 'piece of knowledge/learning of the new organizational constructs which would be relevant in the Post Lehman world....in the human age really speaking this was exactly what I meant when I said..'the purpose of new leadership is to create values beyond EBIDTA margins and PE ratios'....not just financial equity has to be earned, but more importantly, the emotional equity of the employees, customers and the community around......would be nice for us to meet and work around a concept which is dear to both of us apart from it being most important....regards,...Rajeev |
ABInBev India Mr Rajiv Sant Director-Business
Development |
A
wonderful thought provoking article. Thank you for the
insight. |
Indo-German
Chamber of Commerce Mr Ashok Kumar General
Manager - Operations |
Thanks
for your mail inputs. |
Visnova Solutions Pvt. Ltd. Mr Suresh Rajpal Chairman
and CEO |
I Am in TOTAL
agreement with you. I always said that Satisfied / motivated EMPLOYEES drive
CUSTOMER satisfaction and satisfied customers drive BUSINESS RESULTS. Its actually a closed loop since
Excellent business results have a positive impact on employee morale and
employee sat as well. It’s one of the factors anyways. I really like the
idea of the HR Manager viewing his role as “ The
Chief Employee Value Creator “. Great stuff. |
Geosteel
LLC Mr
Gurminder Dhir Head
(Commercial/Sales,Marketing,BD) |
Thanks a lot for your mail. Well to tell you very frankly I am not a
big fan of HR department. Only job where they provide value addition is to do
the job of Talent scouting for the company. But with LinkedIn and other social
networking sites coming in, I think they can take care of this talent
scouting job for a company in future very well, we still do not know how
effective big data can be. Once the talent is in the company, I do
not think HR has much role to play. It is the job of Line managers like CEO,
COO, CMO, CFO, CIO to run the business and they will do fine whether HR
exists or not. |
Ashok
Jena |
Hi!, Lot of thanks for strengthening HR
.How Important for a Organization as a Line Manager HR along with the Line
Manager Unit .on the way everyday our journey with huge rush in any mode of
communication always the sound comes in our ear someone is moving one company
to another no matter the company size more than majority is only for the
purpose of Line Manager unit less than majority is for enhancement of pay or
for better opportunity. Which company in the World success for retaining
talent? We have raised the Issue and Solution as well how important for any
company Line Manager HR although it is a crucial part for HR most senior
people from HR having certain Interest in Research mind engage in such job
can make the Journey of the company big to bigger. 2) Creating Value of
Customer more or less maintain everywhere but how creating more value for
Share holder is not a fact only it’s a great subject in current environment
to make this practice perfect involving large data management and data
analysis sharing continuously not only enhance the interest towards business
but also close the gap for binding with business. |
SCMS Dr R.K. Gupta Director |
Thanks for nice write up |
Customer Think Bob Thompson CEO |
Great time at dinner meeting this week,
discussing my new book Hooked on Customers and customer value creation.
Special thanks to Dick Lee, Andy Rudin and Barry
Trailer for flying in to participate. And to Gautam Mahajan for visiting from
India to lead the discussion. Four key questions to ponder: 1. Do you know
what really matters to your customers? 2. What emotion do they feel after
they interact with your firm? 3. Do employees genuinely care about provide a
great experience? 4. Are you giving too much attention to technology? Read
the full post: http://dlvr.it/5csPxR"
Value Creation — Doing “What Matters” to Customers |
Glowinkowski
International Limited David
Physick Principal
Consultant |
Gautam, What
you write about in today's newsletter reminds me of activity I drove forward
in one of the UK banks many years ago. Following a visit behind the
scenes at Disney, we saw them encouraging their staff, sorry cast members, to
hold conversations that they called "Good show, bad show".
This was a means by which cast could bring into work their own
experiences of being customers. What were good ones, what were bad
ones? What could be learnt from each situation? How could that learning,
i.e. to do more of the good and less of the bad, be "adapted and
adopted" into Disney's approach. Very powerful. I
often uses a couple of quotes. One is an old
Native American statement, "You cannot understand another man until you
have walked a 1,000 steps in his moccasins."
The other comes from the magnificent novel, To Kill a Mockingbird,
"To see someone else's perspective, you have to pull on their skin and
walk around in it for a little while." I
once accused my colleagues of being "institutionally hypocritical"
for espousing much rhetoric about the customer but actually doing little to
improve their experience compounded by their delight at talking about
instances where they had "taken to task" a business they were
dealing with as a customer. It sounds as though you have found a very
rich and effective manner to open up some powerful conversations that,
hopefully, will precipitate action that will enhance the customer experience
and generate value for all. |
Tata
Chemicals SR
Desai Customer Services |
Dear Sir: Greetings…!!! This is to inform
to that since from few moths I have stopped receiving following from CVF,
though I have not unsubscribed from my mailing list. I am used to read
and this helped me personally to gain the knowledge and updates related to
Customer Values and for my job profile. I rigorously
follow ‘Attribute Tree’ to increase CSI for my organisation,
which I have learnt from you. Thank you. |
Rocket
Builders Steven
Forth Consultant |
Gautam,
you created a bit of a stir in Vancouver. Alan, Rob and Thealzel
have all mentioned your ideas on more than one occasion and it was the theme
of much of the conversation of a dinner I hosted last week that Rob and his
wife Cynthia attended. |
Concord
Village Apartments Eneida
Evans Bilingual Property Management Leasing
Agent |
Congratulations
Sir, you have found the missing link. How can someone become a CCO?
Blessings! |
GVP
Partners Mike Corcoran Founder |
Gautam,
Nice message! Thanks |
University
of Indore Dr.
J. Sonwalkar Directorate of Distance Education |
I
fully agree with the points raised in your discussion about the real customer
value delivered to the customers, which is missing in most of the Indian companies. At
the most the companies take or send a feedback form to the customers and feel
that they have done a great service by taking feedback. In
case of complaint or problem with the customers the company gives standard
reply and customer is left to his/her fate. There
is a great need to not only do international marketing of this concept to the
internal employees of the company but also there is a need to make customers
aware on up to what extent he/she can get benefits from the company. I
am ready to help you develop this area further if you deem it fit. Best
luck, keep me informed the progress. |
New
Addington Job club Jayne
laville Project manager new Addington
job club |
Thank
you for sending this. It made me laugh, very good.
If companies continue in this current pattern we will have more than the
whole of Europe laughing at us I assure you. How can they not see the
obvious? Clarity, clear, common sense. In
the past when i would train people, (I used to have
to gag my Autism down, as in literally bite my tongue to stop it speaking)
because people simply didn't get it; !?! A customer
orientated society we are not! I myself so far have written negative comments
on three big names for example sky," new customers get a
free box and existing customers were told to pay either £69 installment or
wait a year and a half to have it for free" I like this example of our
customer orientation as a whole country, it’s simple to see were they have gone wrong. Just Imagine you are the
customer and then decide the best possible outcome, giving added value with a
smile whilst you deliver total customer satisfaction. But
what if the sales department are being unchecked? Selling unashamedly
to hit that target, picking up the pieces is customer service, how they can
take being shouted at in high volumes. My hats off to them, personally i would like to smash those automated machines, now one i use has put a 2minute advice sale advert in between you
inserting your debit card numbers and pressing confirm, you have no choice
but to listen, my teeth are clenched by the end of it. What
cheek! Then
blog and scour sites for mention of the brand. Give Immediate responses; keep
an eye on the competition etc. Indeed
we are in the digital age. |
M.V.Narayanan |
I
read with interest your mail. There is no real empowerment of customer
interface and the interface is slowly vanishing. Take
a simple case of a Burger. It does not fit into your mouth and the contents
overflow. The sachet are still not easy to open. There
is a good article in HBR titled "Staple yourself to a Customer Order”
and go through its Journey in the organization. The
front end or the people for the customer interface are even outsourced today. Simple
practice of Management by Walking around the Customer Interface area would
help a lot. Lot
can be done with simple ways when you have serious interest in customer. |
Infrastructural
Projects Globally Consulting Narendera K
Gupta General Manager |
Thanks
Gautam for update and knowledge article. It is a learning experience. |
Schneider
Electric Ms Inci McGreal Senior
Electrical & Electronics Engineer |
Gautam thank you
for adding me to your network. The conversations you are hosting are very
insightful and to the point. I am honored with our connection. |
Petcon Vinay Kumar |
1.
Thank you for your very interesting views on
“Employee's Journey".
2 Unfortunately I could not down load the full article
and I
Request you to send it again.
3. I share the importance of the subject.
4. I have looked at an employee's journey in different parts:
4.1. Evolution of the employee by structured inputs,
4.2.Evolution by his
own spirit of adventure; this
includes
internal interaction with
different associates and
groups
Irrespective of level, in the organizational fraternity.
4.2. The evolution by way of
structured and adventurous inputs
from all external associates
including consultants, auditors,
Banks, financial associated and customers.
4.3. The evolution
of the company
and the impact
of the
Individual’s evolution on the company.
5. I am aware that several
large organization - Shell, TOTAL,
Indian Railways, Government of
India (IAS) etc. do have a well
intentioned program in the
travel schedule of employees during
Their careers. Often there are many deviations in the
journeys
due to external factors, but, committed professional organizations
Retain their focus on the travel schedule.
6. You will surprised that several Chairmen of the Railway Board
in India and several Cabinet
Secretaries have been the products
Of such planned journeys.
7. Sadly the
number of persons reaching the
destination by
Accident rather than by a planned journey is growing.
8. It will be a pleasure to sit and have a
chat one of
these
Days. |
Formerly with
Dept of Science and Technology, and Professor, IIT Delhi and Roorkee Vinay Kumar |
It
is a very thought provoking Article. I feel all important issues of an
employee's journey from the time he/she joins the company till he/she retires
(or leaves) are covered. Time wise it could be short or long. |
Godrej Consumer
Products Rakesh Sinha COO |
Dear
Gautam, Thanks
for sharing the article. I agree with you that the idea of CVCO is a very
powerful one. However, his role should be well defined and should not
interfere with other executives in the company. The
idea of measuring value creation for investors, customers and employees is
again quite powerful. As regards value creation for investors, I feel metrics
like EVA and MVA are quite robust indicators with strong improvement systems
built around them. In case of customers, value is created through surplus
that the customer enjoys in using our offering versus any other alternative
(competition offering or non-use). Although it is difficult to measure, there
are techniques to estimate it pretty well. The
real challenge is in measuring value created for employees. It manifests
itself in various forms … human development, job satisfaction, peace of mind,
monetary surplus, etc. If we can aggregate these and come up with a single
measure, it would be great. Having
identified the metrics and the way to measure them, we can identify action
and policy levers to move each one of them. If such a system is properly
designed and built, moving the needle on these metrics will be the main
deliverable of CVCO. He will also be a guardian of this value creation with
power to veto actions which would move the needle back! These
are my first-cut thoughts. Will be happy to share and discuss further, if you
find them useful. |
Concord Village
Apartments Eneida Evans Bilingual
Property Management Leasing Agent |
Dear
humble leader of truth, I
feel that this new role of truth, justice and value will not get anywhere, since
there is so much agenda driven secret circles within major companies today,
they would not allow this special role to peek into their true mission in
life. I
would suggest for you to have a major webcam meeting with all the CEO, CIO,
and CFO’s of major USA companies and mediate first SIR, so that you will be
able to be blessed in seeing them through a seer's eyes. Blessings
Sir, you are an amazing role model for you to still believe in corporate
America. |
DHL Frank Vorrath VP,
Global Sector Head Automotive DHL Global Forwarding |
Dear
Gautam, many thanks and very interesting views on value creation. I will
comment on this at an appropriate time or when I feel the need to do so. Kind
regards, Frank |
Menlo College Rajesh Kumar Professor
of International Management |
Dear
Gautam, |
University of
Glasgow Luiz Moutinho Foundation
Professor |
Dear
Gautam, Thank you .Hope all is well. Great
dyad.....mindset change and H2H! ALL
THE BEST. |
Maadiran Mohamad S Souri Customer-Satisfaction
Manager |
Thank you so much for your very useful article. |
IIT Madras-CSIE Joseph Thomas Project
Consultant, Centre for Social Innovation and Entrepreneurship (CSIE), |
Dear
Dr. Mahajan, Interesting
piece. Here
is an example. I
have two connections with Reliance (for data) and 2 connections with
Vodafone for voice. When
I log in to to Reliance both numbers are shown and
I can choose which one to pay. I
asked Vodafone to do the same and their customer care people said(I am sure
without applying mind) that in their system for each connection you have to
login separately, which to my mind is a waste of resources and a pain for a
customer having to remember 2 different sets of passwords. Here
is a list of user ID and passwords I have to remember 1)
HDFC bank (also Debit card pin) (USRID and password for account hangs every
six months 2)
Standard and Chartered Bank (pin no.) 3)
ICICI Credit card ( 4 digit pin and 6 digit security pin) 4)
Reliance data card. 2 no’s (one user id and password) 5)
Vodafone voice connection 6)
Vodafone voice and data connection 7)
Yahoo mail ID and password (personal) 8)
G mail mail ID and password (personal) 9)
Office email ID and password 10)
Facebook ID and password 11)
LinkedIn ID and password 12)
IRCTC ID and password 13)
Clear trip ID and password 14)
Movie booking ID and password 15)
Domino's ID and password 16)
Property tax payment ID and password 17)
Water and sewerage tax ID and password 18)
Electricity ID and password 19)
BSNL ID and password (voice and broadband) 20)
ACT Broadband (fiber) ID and password 21)
LIC life insurance ID and password 22)
Vehicle Insurance ID and password 23)
Magazine subscription ID and password There
are probably more that I haven't listed since they are used less often. The
internet is supposed to make things easier, none of this remembering ID and
password looks easy to me or anyone else. If you start asking people to add
to the list I am sure it may well exceed 50 instances. Is this progress? Why
as a paying customer to all these services must I have to do this? Don't
all of these business people have to make things easier and simpler for me to
handle my money? I
can think of solutions that should work in 90% of the situation s. yours
sincerely |
Dr. Kanayalal Raina President 2.
|
Often
it is said training is for dogs (sit, bark, roll!)
and education for human beings. Mind-set changes are best impacted by
self-introspection. I like it. |
3.
4.
P Jayaram |
Thanks,
Gautam. Some food for thought. I am tossing it to some friends, who may send
you their thoughts on who do they work for. |
5.
Tokan Material Techonology Co.
Ltd. 6.
Yasuharu Ishitaka 7. Former President |
Dear
Gautam:
|
Jaspreet |
Dear Mr. Mahajan, Customer
Centricity and experience & value we create for customers'
is something that i very passionately
want to learn more about |
The Barefoot
Academy of Governance Raghu Ananthanarayanan Co
Founder |
I
think all of us ought to work for the future of the earth and for the well being
of our children's children what ever else we work
for is a sub set of this urgent need! Raghu |
Akshaya Home Farms Suresh Iyer Farmer
& CEO |
Dear Gautam, Greetings. Read your email and also
visited the www, good work and all the best. We are still a little while away
before we can use CVF, but it’s in the right direction. I can also help you
in consulting if you find my profile suitable. |
Sunil Sehgal Independent
Consultant |
Today's
scenario, the fact remains that everyone works for himself and money i.e.
investors, management(CEO) or employees. Of
course the Customer comes first as you can fight with your boss for customer
satisfaction as you can not think a company without
customer. Investors
are putting their money to earn more with a confidence on Management.
Company's culture is important as people will get moulded
in the same culture slowly. How treatment at workplace is actually given than
preached. Top management will keep on talking about customer and when there
is need you find yourself alone standing in front of customer without even
back end support. Hence,
most important is the Culture of the company and setting example for dealing
with Customers I
had been in Customer relationship & KAM for 3 decades and
these are my views. Presently
at Delhi and consultant to Shubh Exim and work load is very low for which am not
comfortable. |
Monsanto Argentina SAIC Paola Siri Export
& Import Coordinator |
Dear Gautam, Good morning.
Great Article. Thanks to share with us. So clear and represent now a days lot of problems the CIAS has to face, as employees
and customers do not come first. As for this we are having serious problems
to keep talent people and motivate them to grow in an exponential way. |
Kirloskar Ferrous Industries Ltd. Sanjeev Kulkarni SBU
Head Foundry Division |
Dear
sir, Very
good article. You
are right Employees and Customers comes first. Going beyond that Employees
comes first. If right culture is not built, to create great place for working
you cannot take care of Customers. Regards |
DHL Frank Vorrath VP, Global Sector
Head Automotive DHL Global Forwarding |
Dear
Gautam, Many
thanks and great reading. |
SBI Sunil Pant Chief
General Manager |
Excellent,
Mr. Mahajan. |
IIM Kolkata Dr. M Athreya Former
Professor |
Thank you.
Good question --- Clear answer --- Will read with great interest. Very best wishes,
Dr. Athreya |
Accenture India Shekhar Tiwari VP
and Business Lead - Supply Chain and Custom Work |
Very insightful |
ITC Limited Chand Das SBU
CEO |
Dear Gautam, |
Tata Sky Ltd Vikrant Mudaliar Vice
President - Brand Marketing |
Thanks Gautam...interesting article. |
Sobhagya Consultancy & Marleting
Services-India Rajendra K. Gupta Director
& Chief Consultant |
Thanks for nice article, sir. Problem is
capitalist lobby led by Harvard first creates capitalist crooks and then Finds way to moderate the disease. All
these slangs like conscious capitalism, CSR etc are to fool citizens of
society where these crooks operate and bleed poor citizens. It is like a
surgeon taking out flash sympathetically. Employees,
capital and land, all are mere factors of production of goods and
services. All have to be maintained and taken care of. Obviously human
beings need more care. They are least bothered about profit greed of owners.
Unless they are also bribed through stock options. he
he! The
fact is purpose of business is not to make money but to serve people by producing
quality products while using resources optimally. Capitalism is a vulgar form
of business philosophy that is root cause of problems of modern society.
A small amount of capital accumulation is required for growth of economy of
any society. I
strongly condemn naked capitalism, huge unjustified salaries of CEOs , 5 star
culture and reckless promotion of consumerism so that les
than 5% people accumulate wealth at cost of sufferings of majority This
is exactly what M M Singh did to India in 10 years
and unfortunately another quack in name of Modi has
followed in PM post. Strategies
beyond 5 years are difficult to make and sustain unless one operates in
Monopolistic market. But then even Microsoft has taken back
seat to Google and others |
Hughes Systique India Pvt. Ltd. Vinood Sood Managing
Director |
Dear Gautam, |
GTi Training Ltd David Yule Author,
Management Consultant, Sales Specialist |
Great article - just a very small picky
point, when I am working in |
Leslie Eastman Currently
retired |
Thank
you for such a well analyzed article regarding Customer Value and the
defection of so called "loyal" customers to competitors. All
one has to do is look at Home Depot's fiscal performance to see this in real
time. Excellent
in-depth analysis and very enlightening. Regards, Leslie Eastman |
Dave Anand |
You
are one of those Value Creating leaders Gautam. |
Tata Consultancy
Services Sugata Sanyal Research
Advisor |
Gautam:
Deeply positive post. Congratulations. Happy Diwali
in advance. Regards: Sugata |
Customer
Experience Show Michelle Romanica Producer |
Just had to tell
you how much I enjoyed this article. Very real, raw, vulnerable and
transparent – all identifying you as someone who works with heart and mind. Loved it! Thanks,
Gautam. People like you keep my belief alive that creating a better world for
all is happening! |
Karan Mahajan |
Wonderful
article, dad, keep it up. Especially loved the anecdote about the lawyer and lihaz! |
DHL Frank Vorrath VP
Global Sector Head Automotive |
Dear
Mahajan, many thanks and very encouraging. The question is how can we teach
more leaders in the world to adapt the below and teach also younger
generations that there is more in life then just to have more and more dollars.
Kind regards, Frank |
Prof. Prem Sibbal |
Dear Mr. Mahajan, Thanks tonnes
for sharing your wonderful experiences. We are much happier when we do some
good deeds without expectations and as beautifully mentioned Lihaz as our elders had practiced and we learnt these
values from them These principles equally apply in Corporate world and
elsewhere. Thanks again. Would like to speak to you and meet as mutually
convenient. |
IBM Harvey Thompson Author
and former head of CVM at IBM |
I
have followed your many successes with great interest and have found articles
on the site to be content rich and very well written. I
will be eager to see the new journal, and perhaps -- once the dust settles
from this book -- can contribute in some future capacity (perhaps as a
reviewer). |
Moserbaer India Ltd. Deepak Shetty Chief
Marketing Officer - Domestic |
Thanks Gautam.
Excellent Thought Process. Would like to see this shift happening around us. |
Renault Nissan
Technology & Business Centre India Pvt. Ltd. Nagarajan Appasamy Senior
Manager - Power train Purchase |
Dear Mahajan , Thanks
for the Mail. Nice
Drive/ Initiative ...Keep it up. |
Geetha Smita Rathnam |
Amen! This
is what us firms are going away from and is very
risky. |
Hughes Systique Corporation |
Mr.
Gautam Mahajan spoke on “Creating Value for your Customers” at Hughes Systique Corporation on 7 October 2014 https://www.facebook.com/pages/Hughes-Systique-Corporation/156863194386477 |
Bob Thompson Customer Think
Corporation CEO |
This is a great
article. OK to publish on Customer Think? |
Pushkarna Consultancy Services Vijay Kumar Pushkarna Director
& Principal Consultant |
Thanks for your
mail. These are quite good insights. We will get associated with each other
in near future. |
Luiz Moutinho University
of Glasgow Professor |
Dear
Gautam, Thank
you. Well done. Very good insights and in total accordance with my valus and principles.Hope all
is well. Merry
Christmas and Happy New Year. |
Value Creation Journal Testimonials
Institute
of Cost Accountants of India Dr S
K Gupta Director |
It's a pleasure
being connected with you on the LinkedIn.. The idea
of the Value Creation journal is simply fantastic and very contemporary. I
have been working in this area for quite some time… conducting research,
delivering training programs etc. Would like to meet up with you to explore
possibilities of professional association towards a common objective |
Odalys Global Santosh Kumar Nair Principal Consultant |
Thank you for inviting
me. I have joined the Group. Your writings on the subject are excellent and
value creation is an important subject since most businesses focus on cost
and lose value in the long run. |
Independent Management Advisor |
This is a very
laudable idea. If members contribute, it could be a very effective &
useful platform. If some specific issues are initiated, members can express
their opinions, suggestions and ideas. |
Mr Vinay
Kumar |
Looking forward to the first issue of
Value Creation Journal |